Client Success Manager
About The Position
Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions. Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com. As a Customer Success Manager, you own a book of ITAD accounts end-to-end — and you're measured on two things above all else: keeping those customers renewing and growing the revenue Sprout earns from them. You are the trusted advisor who turns a one-time IT asset retirement job into a long-term, multi-year partnership.
Requirements
- 2–3 years of experience in customer service and support
- 5+ years of experience in ITAD, TPM, or a related IT services industry
- A track record of driving account retention and revenue growth, not just service delivery
- Experience and comfort using Salesforce
- An excellent communicator across any medium — phone first, then email, then in person
- Not the type to leave a pending action item or an unanswered email overnight
Responsibilities
- Own a defined book of ITAD accounts, sized to your experience level, with renewal and retention as your core mandate
- Lead new customer onboarding end-to-end — Salesforce/IT system setup, user training, and recurring program cadence
- Manage customer jobs end-to-end, partnering with Logistics to clear pickup blockers and keep execution on schedule
- Monitor SLAs and account health continuously, escalating internally on delivery risk before it becomes a retention issue
- Serve as the primary point of contact and trusted advisor for every account in your book
- Advocate for the customer internally — partner with Operations and 3PO vendors to root-cause and close service gaps
- Communicate proactively across phone, email, and in person, closing the loop until the customer is genuinely satisfied
- Lead recurring business reviews that keep customers informed on program health, cost savings, and compliance
- Own ≥100% net revenue retention across your book of ITAD accounts
- Proactively flag churn risk signals — volume drop-off, delayed pickups, unresolved escalations, changes in customer ownership or budget — before they threaten renewal
- Hit CSAT ≥8 / NPS ≥75, resolving detractors before they become a retention risk
- Build renewal timelines into every account plan, engaging customers well ahead of contract end dates rather than at the deadline
- Identify and pursue upsell/cross-sell opportunities — new device types, new sites, additional services — as a standing part of your book
- Own and report progress against account growth targets, quantifying the revenue impact of expansion work you drive
- Support conversion of one-time or project-based engagements into recurring, multi-year contracts
- Partner with Business Development on expansion opportunities that exceed your account's current scope
- Align Sprout's services to each customer's own goals — cost savings, data security compliance, sustainability/ESG reporting — and make that connection explicit in every business review
- Track and report measurable outcomes (cost savings delivered, devices processed, certificates issued, environmental impact) tied directly to customer KPIs, not just internal activity
- Use outcome data to build the case for renewal and expansion, rather than treating reporting as a formality
- Understand the financial mechanics of each account — DSV costs, resale/recycling revenue, margin — well enough to make informed trade-offs
- Bring ITAD market and industry context into customer conversations, positioning Sprout as a strategic partner rather than a vendor
- Contribute to pricing and contract structuring decisions on renewals and expansions
- Own account outcomes without needing to be managed — retention and revenue results are yours to drive
- Advocate for and collaborate cross-functionally to resolve escalations, iterating with the customer until they're satisfied
- Share best practices with CSAs and newer CSMs supporting your accounts
- Build repeatable processes — onboarding playbooks, escalation templates — that raise outcomes across the broader Customer Success team
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
